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Strong Memorial Hospital / Patients & Families / Patient and Family Guide

Patient and Family Guide

At Strong Memorial Hospital, we're committed to delivering an exceptional experience every time. We do this by providing the safest, highest-quality care in an atmosphere of compassion and respect. We know this may be a difficult and stressful time, so please don't hesitate to ask if there's anything we can do to make your stay more comfortable. You're not alone—every team member, regardless of their role, is trained and empowered to help.

Your Hospital Stay

Patient in bed smiling at members of care team in the hospital

Whether you're here for a planned procedure or unexpected care, we're committed to delivering compassionate, high-quality treatment in a welcoming environment focused on your recovery and well-being.

Your Comfort

We want to make you as comfortable as possible. Please let your nurse or doctor know if you're feeling any pain. Here's what you should know about pain management:

  • Tell us early. The sooner you share your pain level, the better we can control it.
  • We'll work toward comfort. We may not eliminate pain completely, but we'll strive to make you as comfortable as possible.
  • We'll ask you to rate your pain on a scale of 0 to 10.
  • We'll learn what works for you—what's helped before, what hasn't, and any side effects you've experienced.
  • We offer many options, depending on your needs, including oral and intravenous medications, ice packs, heating pads, and relaxation methods.

We know hospitals can be noisy. If noise is bothering you, let your nurse know. We can provide eye masks, earplugs, and earbuds (for TV listening) to help you rest.

Here's how you can help create a quiet, healing environment:

  • Ask to have your door closed
  • Encourage friends and family to speak quietly
  • Keep cell phones on vibrate
  • Lower TV volume and use earbuds between 8 p.m. and 7 a.m.
  • Avoid hallway conversations
  • Be respectful of roommates in semi-private rooms
  • Be thoughtful about the number of visitors at one time

Patient Support

Qualified, professional interpreters are available:

  • American Sign Language and Spanish: In-person, 24/7
  • 20+ languages: In-person through community partners
  • 200+ languages: Telephonic interpretation, 24/7

We also provide assistive listening devices, closed caption TV, and video phones.

Guest Services ambassadors can provide:

  • Walking escorts
  • Wheelchair assistance
  • Motorized transport
  • Personal magnification devices (available during your stay)
  • Voice recordings of discharge instructions (upon request)

What to Bring

  • List of current medications (prescribed, herbal, and over-the-counter)
  • List of medical conditions, immunizations, and known allergies
  • Health insurance cards (Medicare/Medicaid cards)
  • Health Care Proxy and/or Living Will
  • Picture ID (such as driver's license)
  • Comfortable clothes for discharge day
  • Glasses, contact lenses, hearing aids, or dentures
  • Slippers or non-slip footwear
  • Hair ties, clips, or headbands
  • Credit card for prescriptions at discharge (we recommend leaving it with a trusted family member or friend until needed)

For your safety and peace of mind, please leave valuables at home whenever possible.

Do Not Bring:

  • Jewelry or large amounts of cash
  • Important documents
  • Irreplaceable personal items
  • Appliances (electric razors, hair dryers, fans, or items requiring outlets—cell phones, tablets, and similar devices are allowed)

Securing Valuables: If you bring valuables, send them to the Cashier's Office for safekeeping. Your nurse can assist. The Cashier's Office is open Monday–Friday, 8:30 a.m.–5 p.m.

Please note: Strong Memorial Hospital does not accept financial responsibility for valuables or personal belongings not secured in the Cashier's Office.

Helpful Tips

  • Store personal items in your bedside stand
  • Ask your nurse to label cases for glasses or dentures
  • Avoid placing items on food trays—they can be accidentally thrown away
  • Double-check your room before moving or leaving

Amenities & Services

Patient Rooms

Patient rooms include a television with cable, telephone, Wi-Fi access, and most rooms have private bathrooms.

Dining Services

Meals are provided based on your dietary needs and physician orders. Family members can purchase meals at our cafeteria.

Cafeteria Hours: Café 601 (Main Cafeteria): 6:30 a.m. – 8:00 p.m. daily; 1:00 a.m. – 3:30 a.m. (overnight).

A menu assistant will stop by daily to take your order. Guest tray vouchers are available for purchase at Cafe 601 at a cost of $7.50 and can be purchased online.

Guest Tray Order

Gift Shop

Gift Shop Hours: Monday–Friday from 7:00 a.m. to 8:00 p.m. and Saturday–Sunday from 9:00 a.m. to 7:00 p.m

Order Free Same-Day Gift Delivery

Chapel & Spiritual Care

Chaplains are available 24/7 to provide spiritual support for all faiths.

Billing & Financial Services

Our Financial Counseling team is here to help you understand your bill and explore payment options. Contact a financial counselor at (585) 275-2273. Financial services include insurance verification, payment plan arrangements, financial assistance programs, and billing questions.

Your Care Team

Your care team includes physicians, nurses, specialists, therapists, and support staff working together for your health. 

Attending Physician: Oversees your overall care 
Residents and Fellows: Doctors in advanced training who work under attending physicians
Nurses: Coordinate your daily care and medications 
Nurse Practitioners/Physician Assistants: Provide examinations, treatments, and procedures
Specialists: Experts in specific areas who may consult on your care 
Therapists: Physical, occupational, and respiratory therapists who support your recovery
Case Managers/Social Workers: Help coordinate discharge planning and community resources

Visiting Hours & Guidelines

Male patient standing with a female nurse assisting in a hospital room

We welcome family and visitors as partners in your care.

General Visiting Hours: 8 a.m. to 8 p.m. 

Guidelines: 

  • Check with your nurse about specific unit policies
  • Visitors may be limited during certain procedures or rest periods
  • Children are welcome but must be supervised
  • For patient safety, we may ask visitors to step out during care activities

View Current Visitation Guidelines

Your Support Person

This is the person you've chosen for comfort and support during your stay. They can visit anytime, day or night, with a Strong photo ID badge. Ask your nurse for details.  

Talk with your support person about your expectations and how they can best help you. 

Note: New York State's CARE Act also allows you to designate a caregiver who can provide after-care assistance once you return home. This person can be the same as—or different from—your support person. 

Important Phone Numbers

Patient Rights & Responsibilities 

You have the right to:

  • Respectful, considerate care 
  • Information about your diagnosis, treatment, and prognosis 
  • Participate in decisions about your care 
  • Privacy and confidentiality 
  • Access your medical records 
  • Refuse treatment 

You have the responsibility to:

  • Provide accurate health information 
  • Ask questions when you don't understand 
  • Follow your treatment plan 
  • Be respectful to staff and other patients 
  • Meet financial obligations 

Discharge Planning

Planning for your discharge begins when you're admitted. Your care team will work with you to ensure a safe transition home or to another care setting. 

What to Expect:

  • Discussion of your recovery needs 
  • Medication instructions 
  • Follow-up appointments 
  • Home care arrangements (if needed) 
  • Medical equipment coordination 
  • Transportation planning 

Before You Leave:

  • Understand your medications and how to take them 
  • Know warning signs to watch for 
  • Have follow-up appointments scheduled 
  • Understand activity restrictions 
  • Know who to call with questions 

Feedback & Concerns

Your feedback helps us improve. If you have concerns during your stay, please speak with: 

  • Your nurse or care team member 
  • The nurse manager 
  • Guest Services 

You'll receive a survey about your experience after your stay. Your responses are confidential and help us deliver better care.

Questions? Ask any team member—we're here to help make your stay as comfortable as possible.